Workforce Management Officer

Chinabank PH; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

Chinabank PH in the Philippines seeks a Workforce Management Officer to oversee data access, generation, and reporting to support business needs.

You will design MIS requirements, develop forecasting and scheduling models, manage the CCC's data center, and prepare employee scorecard calculations, requiring 3-5 years in customer service and 1-2 years MIS in a financial institution.

Qualifications

• Bachelor's degree in Business Administration, Accountancy, Mathematics, or related field.
• 3-5 years of customer service experience in an officer capacity within a financial institution.
• 1-2 years of MIS experience focused on workforce management.
• Experience in handling contact center metrics and workforce analytics in a call center environment.
• Strong understanding of workforce planning, scheduling, and performance management.
• Proactive, accuracy-driven, detail-oriented team player.
• Excellent written and oral communication with strong time management and organizational abilities.

Responsibilities

• Oversee data access, generation, and reporting to support business needs.
• Design MIS requirements and develop forecasting and scheduling models.
• Manage the CCC's data center.
• Prepare employee scorecard calculations.

Skills

Customer service experience

Team collaboration

Communication skills

Time management

Attention to detail

Education

Bachelor's degree in Business Administration

Accountancy

Mathematics

Tools

Management Information Systems (MIS)

Job description

The Workforce Management Officer oversees data access, generation, and reporting to support business needs, ensuring data integrity and quality. Key responsibilities include designing MIS requirements, developing forecasting and scheduling models, managing the CCC's data center, and preparing employee scorecard calculations.

Educational Background:

• Bachelor's degree in Business Administration, Accountancy, Mathematics, or any related field

Qualifications:

• Minimum of 3-5 years of customer service experience in an officer capacity within a financial institution
• Minimum of 1-2 years of experience in Management Information Systems (MIS) or performing similar duties, with a focus on workforce management
• Experience in handling contact center metrics and workforce analytics, demonstrating proficiency in best practices within a call center environment
• Strong understanding of workforce planning, scheduling, and performance management to optimize resource allocation and enhance service delivery
• Good team player with the ability to propose solutions proactively; keen on accuracy and detail-oriented
• Excellent written and oral communication skills, along with strong time management and organizational abilities.